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CGU Car Insurance
Comprehensive, Third Party Fire and Theft, Third Party Property Damage (See All)
- 3 reviews
- 2 likes
A friend, Fred Slater had a motor insurance policy with CGU until his death in 2017. As his executor, I obtained probate and distributed the assets and funds from his estate according to his will and closed his financial and estate accounts by early 2019.
Commencing April 2020 I have received annual letters from People’s Choice Credit Union and CGU Insurance initially addressed to Estate of F Slater / Exec C Horsfall advising that Fred had been overcharged from the 2015 policy renewal date. It appears as a result of the Hayne Royal Commissio...
Read moren, which submitted its report on 1 February 2019, that CGU had been found to be involved in misconduct and had overcharged its clients. Action from the Australian Financial Complaints Authority formed on 1/11/2018 in response to the revelations of the Royal Commission has resulted in several financial institutions being required to reimburse clients for moneys illegally taken. Instead of reimbursing its clients in one action, CGU has harassed its former clients (and their executors where applicable) three times over a period of three years, each time demanding personal information before paying instalments of the money it owed its clients. In order to receive the last instalment of money, an amounting to $22.30, despite providing my deceased friend’s date of birth and former address amongst other personal information, I am now required to furnish their deceased client’s will and probate documents, which were not necessary on previous instalments returning overcharged money. A competent company would have refunded the total amount for each policy in one episode, instead of sending out three lots of letters on the one policy over three years. The most recent cost of mailing out the letters to clients, then employing call centre staff to handle the refunds is probably greater than the $22.30 that was due to be refunded. This company is clearly incompetent. From the other reviews on this web site it is clear that CGU are quick to debit client’s accounts even when there is no insurance policy in place, but very slow, clumsy and incompetent when paying out. I will certainly never insure with them.- Value for Money
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- 11 reviews
- 9 likes
Received a text advising that I had a rebate waiting to be claimed so I applied for the rebate. Talk about getting the runaround. No matter what information I supplied for identification there was always a problem and they needed more. They would not divulge which vehicle was involved and I have not had a car for six years. I grew suspicious and tired of emailing back and forth so I simply gave up. Maybe that is what they wanted but kept asking for my banking details which I would not supply without first knowing the reason and the amount of the rebate. Extremely dodgy or incompetent or both. Could not recommend them to anyone. Engage at your own risk.
- Value for Money
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Hi there, thank you for taking time in leaving a review. We value your privacy and security and we do your best to protect it therefore we follow a strict process in identifying our customers past and...
Read more present. If you would like to speak to our refunds team via phone instead, you can do so by calling 1300064699 from 8:30am to 8pm AEST Monday to Friday. You can also talk to us on Facebook through this link; https://www.facebook.com/cguinsurance. ~ Rick
I am pleased to report that all has now been finalised. It was much easier and more productive speaking to someone direct. The email thing was going nowhere and only caused frustration. Thank you CGU for your persistence and understanding.
Thanks for the update John, we appreciate it and are happy to hear that everything was sorted out in the end.
Hopefully your opinion of us has improved since your review above! Have a wonderful day. :) -Nathan
- 2 reviews
Claimed on being rear ended. Bumper not set even to ute, Got chit to cover taxi whilst ute being worked on. Didn't cover cost taxi. Lot more not happy with
- Value for Money
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Hi Wayne, we are disappointed to hear you were mucked around with your claim. If you would like to lodge a complaint about the service you received please lodge it online at this link https://www.cgu....
Read morecom.au/contact/feedback and your complaint will be reviewed by a manager who will contact you to discuss your concerns. ~Kaz
Why lodge, nothing will happen. Right from start hassle. One panel beater wouldn't touch. weeks before contact next one. (which miles away from home). When dropped off told temp car in town have to go...
Read more to pick up, then told same day can wait and ute done in 6hrs (told them I had work. Made reappointment) When dropped off again, got given $50 taxi chit, was close to $80 then had to get family to pick me up from work to pick ute up. (more cost to us) the later found issue bumper not even to body of ute. All got told by message on phone to go back to panel beater. (am working away from Brisbane)Hi Wayne, thanks for sharing that information. I'm disappointed to hear you feel nothing will happen if you lodge a complaint. We have a complaints process in place so our customers can let us know wh...
Read moreen they aren't happy, so we can try to resolve the matter and turn that around for them. If you change your mind and would like to lodge a complaint so we can investigate and try to resolve this for you, please click on the link below. ~ Jean https://www.cgu.com.au/contact/feedback
Car was taken for repair by insurance company after weeks of them trying every which way to not take it.
The problem is now reoccurring and cgu have said they will not fix it after taking liability. Not once have the tried to help us in the process it has been stressful and you would think looking after
SE QLD flood victims would be important. Do not use this company .
- Incentivised Review No
- Insurance TypeComprehensive
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Hi Tyson, we are sorry to hear you are unhappy with your claims experience. You are well within your rights to lodge a complaint at this link https://www.cgu.com.au/contact/feedback and your complain...
Read moret will be reviewed by a manager who will contact you to discuss your complaint. ~Kaz
Find out how CGU Car Insurance compares to other Car Insurance
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- 25 reviews
- 9 likes
Received a letter stating I had been over charged and they were rounding me by cheque. I can’t pay the damn premiums by cheque, so why on earth is it okay to refund me by cheque?!? They are clearly hoping people won’t bother banking their refund and they’ll get to keep the money. So dodgy.
- Value for Money
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Hi RS8573, we appreciate you taking the time to leave your feedback. We can certainly review the payment option for your refund if you do not wish to receive it by cheque. You can still choose to proc...
Read moreess your refund online through this link: https://www.cgu.com.au/refund-help or you can chat to us online via webchat or through Facebook message. Our contact details are included in the link above. We hope this information helps. Thanks ~Sylv
- 2 reviews
- 2 likes
If a company representative sends U to a repairer because CGU haven't received damages in their favour this is typical get a lawyer , your car will never be fixed correctly
- Value for Money
- Customer Service
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Hi Sheryl, we're not quite sure what you mean with this one, but we would love to have a claim manager investigate this for you.
Are you able to please Private Message us over on our Facebook page w...
Read moreith your details so that we can have a claim manager review the claim and contact you? -Nathan
Just been through no fault claim with CGU, possibly the worst overall customer service experience, Manila (Philippines) based team unable to explain situation clearly and concisely so we just kept going around in circles. I don’t understand why Australian based team can’t handle the issue until finalised, if I had a choice would avoid CGU completely.
- Value for Money
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Hi Gareth, You are welcome to get this reviewed and investigated. You can contacted us via our Facebook page on www.facebook.com/cguinsurance/ and send a private message with your claim number and sta...
Read morete you are from Product Review so we can raise this. ~ BobRelated Articles
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I enrolled with CGU car insurance for a 1 year comprehensive car insurance with this company back in 2018 and at the end of our 1 year contract, I switched to another insurance company offering a better price. Approx. 2 years later after returning from overseas I went though my bank statements in detail and realised the company continued to deduct monthly instalments from my bank even though the policy statement clearly indicates the "start and end date" of the policy.
Now that I've contacted them to cancel future deductions and for a refund, ...
- Value for Money
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Hi Prash,
Any time you set up direct debit no matter what company or industry it is important to contact to cancel to avoid continued deductions. I had this happen with a gym membership I thought I di...
I'm sorry but comparing a gym membership with Car Insurance is unfair. Gym membership contract doesn't specify end date implying it to be an ongoing expense. CGU insurance's "Policy Statement" clearly...
Read more mentions "From" & "To' dates of the policy thus specifying the period of that contract. Even my current car insurance company sends me policy lapse notice near the end of my "agreed" insurance term thus giving me a choice to either continue with them or switch with other insurance & if I decide on latter, they do not secretly continue deducting premium from my bank account. My mistake is that I usually trust Australian businesses to do the right thing and as a result I didn't notice the monthly ~$80 deductions CGU was making for over 2 years. I've already provided your office with "certificate of credit" from my current car insurance company confirming my car has had comprehensive insurance for the last 2 years so its only fair that CGU refunds all deductions made for that duration.Hi Prash, thank you for getting back to us. We also send out renewal notices weeks before the policy expires to give you that option to renew with us or not. However, if the policy was set up as pay b...
Read morey the month, then payments will continue after the renewal date unless you instruct us not to. If you have not received the document you requested please continue with our customer service team as we do not have access to your account here in social media. If you are unhappy with the service please refer to this link to proceed with a complaint; https://www.cgu.com.au/contact/feedback. Regards. ~ Rick
Got hit my a truck back in March (not my fault) Was told by CGU in writing, that my car would be repaired. Then they took it back saying it was a 'spelling mistake'. Over the oncoming months have been told different stories by different CGU representatives about the status of my claim. Caught them out lying a few times. 9 Months later and I'm still waiting to hear about the progress of my claim. Worst customer service out there. They honestly do not care about their customers. All they care about is money! The stress and anxiety that they have caused me is unacceptable. Please save your money, time and sanity and avoid at all costs!
- Value for Money
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Hey Jessica, thanks for sharing this with us. What you say about your claim is very concerning and we would love to have this looked into.
It's really hard to comment on your claim without all the i...
Read morenformation, but if you would like to private message us with your details over on our Facebook page at the link below then we can organise for a claim manager to review the claim and contact you to discuss your concerns.Find out how CGU Car Insurance compares to other Car Insurance
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- 11 reviews
- 10 likes
Had a car collision. Police attended. Not my fault. CGU dragged their feet making all sort of excuses about sorting out the claim. They wanted to charge access even though the other driver was at fault. Police attended. The other driver ran a red light. I finally contacted the Ombudsman and surprisingly, the next day they settled. Crooks
- Transparency
- Customer Service
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Sorry to hear that you've had a poor claim experience UnaStella. That certainly isn't what we expect or want for our customers.
Were you able to obtain the other driver's details? An excess is only ...
Read moreapplicable when you are at fault or when we aren't able to obtain an excess from the at fault party.
- 3 reviews
- 2 likes
Substandard repairs by their repairer, no responsibility taken. Totally ruined our car and we have been left with an unsafe car. Awful customer service. Ignored us and our concerns. Formal complaint made having to constantly chase them. Next step will be an AFCA complaint.
- Value for Money
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Hi Bel, thanks for your review, we are sorry to hear you are unhappy with your repairs and the service hasnt been to our generally high standards. Please let us know if you dont have your complaint re...
Read moresolved and we can arrange for the claims team to contact you to help. ~Kaz
No-one has contacted me regarding my complaint. I have attempted contact and have not had any help this is awful treatment you continue to take my money and provide no service at all. Best someone contact me or I will go to AFCA
Hi Bel,
We sorry that your claim has taken longer to resolve than expected. We would like to to escalate your claim to our management team.
Please private message us over at our Facebook page with yo...
Amazing customer service when our car was stolen. Car was assessed very quickly when found, car hire organised by CGU while the car was missing. And a very efficient payment when it was declared written off. Thank you!!!!
- Value for Money
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Hi Rebecca,
Thanks for taking the time to share your feedback on your recent claim experience. We sincerely appreciate your insight and glad that our service met your expectations. ~ Maya
Find out how CGU Car Insurance compares to other Car Insurance
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CGU advertise you get no claim bonuses when signing up. I got an unjustified $300+ increase insurance policy renewal
CGU INCREASED MY CAR INSURANCE POLICY $300+ and I have never claimed! They falsely advertise No Claim bonuses! Thieves. Don’t be fooled by CGU!!! I’m taking my business to a fair and reasonable car insurer. CGU are dishonest.
- Value for Money
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Hi Nicole, thanks for reaching out to us. The premium increase is due to several factors such as vehicle age, amount claims in the last year for this model, cost of parts, amount of claim's in your ar...
Read moreea, value of vehicle to repair or write off if damaged. For more information premiums and excess, please feel free to read this link: https://bit.ly/3gvUJOO. ~BecAnd none of the above mentioned applies to me.
You advertise no claim bonuses! I didn’t make a claim and you increased my policy renewal more than $300 and no bonus for making no claims! False advertising!
- 3 reviews
- 1 like
Claim process was easy but over all not good to deal with
Their version of market value is the cheapest car they can find on the internet that is the same as yours. Would never insure a car with the again absolute worst company around
Even after I stated that the car they found on the internet has no road worthy cert they just they have to assume it does as the person that posted clicked the box and the add even clearly stated that the car has no RWC but can arrange one
I even told the claims person that I would never insure with them again if...
- Value for Money
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Hi Steve,
We apologise for the frustration caused with your claim. We value your loyalty and are absolutely here to help our customers come claim time.
We would like to have this reviewed, would you b...
- 3 reviews
I’ve been in the unfortunate position of having to make 3 car insurance claims over the last few years. You never really know the value of your cover until you do however; in every instance CGU have been amazing to deal with. No nonsense, speedy and truly excellent customer service. I would highly recommend these guys - same story with contents insurance
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Hi Tom, thank you for taking time in leaving a 5 star review. I am pleased to hear about your experience with our claims. We strive to provide you with the best customer service at all times. ~ Rick
Questions & Answers
My sisters car was stolen a few days ago, and hasnt been found as of yet. She has owned it for nearly a year, and CGU are refusing her a hire car which she pays for in her insurance and now they are insisting on her supplying the details of the previous owners, which she no longer has. She even attempted to get them from service nsw, but they can't give those details because of the privacy act.
This is beyond ridiculous. What does CGU need this info for? The car is clearly in her name and is owned by her.
She needs her car because she works late at night and no public transport and is available at that time of day, and it's not safe for her to walk in her home town.
To top things off, the CGU representative insinuated that she had been drinking because she mentioned she was at a party, the party was my elderly dads bbq
and our family is a alcohol free family. They were saying all this to have her policy voided.
I've advised her to seek legal action and contact AFCA, because this is ridiculous.
I would contact the ombudsman supplying all the details. Insinuations hold no water unless an offence can be proven. My experience with this company is you will get nowhere arguing with them. The ombudsman is the way to go. Hope this helps.
Hi Leanne, thanks for sharing this with us. We're terribly sorry to hear about the situation with your sister's claim. Unfortunately, it is difficult for us to comment without knowing the full details...
Read more of your policy and your claim. Nevertheless, we appreciate you bringing this to our attention. We would love the opportunity to get a better understanding of what has happened, would you be to send us a PM with further information and the claim numberso that we can determine how we can best help? For privacy and security please send the details to our Facebook page: https://www.facebook.com/cguinsurance/. We hope to hear from you (or your sister) soon! ~ Jean
What is a return premium, in car insurance?
How long does it take to deposit funds from total loss settlement
Hi Angela, thanks for your question. As we don't have Claims Consultants managing our page on Product Review I'm not sure I will be able to answer this question correctly and I would not want to give ...
Read moreyou incorrect information. To find out about this please call us on 13 24 80 or you can fill in a general enquiry form at this link: https://www.cgu.com.au/contact/general-enquiry. Sorry I couldn't be of more help. Hope you have a great day! ~ JeanGet an answer from our members and CGU representatives
Details
| Category | Car Insurance | Car Insurance | Car Insurance |
|---|---|---|---|
| Other Insurance Types Offered | Home and Contents and Travel | Home and Contents and Travel | Home and Contents and Travel |
| Coverage Type | Comprehensive | Third Party, Fire and Theft | Third Party Property Damage |
| Underwriter | Insurance Australia | Insurance Australia | Insurance Australia |
| Legal Liability Cover | 30000000 | 30000000 | 30000000 |
| Roadside Assistance | Not Offered | Not Offered | Not Offered |
| Reduced or Zero Excess Windscreen Cover | Reduced Excess Optional Extra | Not Offered | Not Offered |
| Choice of Repairer | Allowed | Allowed | Allowed |
| After Accident Care | |||
| Hire Car after an Incident | Optional, up to $100 per day for up to 21 days until:
| Not Included | Not Included |
| Emergency Transport & Accommodation | Included, up to $500 if you vehicle is damaged in an incident more than 100km from home | Included, up to $500 if you vehicle is damaged in an incident more than 100km from home | Not Included |
| Towing Costs | Included | Included | Not Included |
| Hire Car after a No Fault Accident | Not Included | Not Included | Not Included |
| Essential / Emergency Repairs | Included, up to $800 | Included up to $800 | Not Included |
| Benefits | |||
| Pay As You Drive / Fixed Kilometre Discount | Not Applicable | Not Applicable | |
| Hire Car after Theft | Included up to $100 per day up to 21 days until:
| Included up to $100 per day up to 21 days until:
| Not Included |
| Lock and Key Replacement | Included up to $1,000 | Included up to $1,000 | Not Included |
| Transit Cover | Not Applicable | Not Applicable | Not Applicable |
| Trailer & Caravan Cover | Included up to $1,000 | Not Included | Not Included |
| Child Safety Seats and Prams | Baby Seat Replacement Included | Not Included | Not Included |
| New-for-old Car Replacement | Included, if the vehicle is a total loss as a result of a covered incident. Your vehicle may be replaced:
| Not Included | Not Included |
| Personal Property Cover | Included up to $1,000 per claim | Not Included | Not Included |
| Uninsured Motorist Benefit | Not Included | Included up to $5,000 | Included up to $5,000 |
| Accidental Loss or Damage | |||
| Malicious Damage / Vandalism | Included | Not Included | Not Included |
| Fire | Included | Included | Optional |
| Collision | Included | Not Included | Not Included |
| Natural Events | Included | Not Included | Not Included |
| Theft or Attempted Theft | Included | Included | Not Included |
| Manual | Download manual | Download manual | Download manual |
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Thanks for your review Chris, we are sorry to hear of the issues you described in applying for the refunds, we will be sure to pass on your feedback to the refunds management team. ~Kaz